Overview: Technical Support and Customer Advocacy
The Support Engineer / Customer Success role is the primary technical interface for our users. You'll provide timely, expert technical support to both our e-commerce customers and internal users of our sophisticated supply chain tools (WMS, OMS). This role is critical for ensuring high client satisfaction, rapid issue resolution, and capturing valuable user feedback to drive product improvement across the platform.
Internship Details
Duration: 3 months
Start Date: Immediate
Location: Remote
Stipend: None initially. Based on your first-quarter performance, you may be offered a paid full-time opportunity, or even be absorbed directly by the client as an FTE.
Key Responsibilities & Core Projects
You will manage the full lifecycle of support issues, from initial report to final resolution, focusing on user enablement.
- Technical Troubleshooting: Provide Tier 1 and Tier 2 technical support, rapidly diagnosing and resolving platform issues for e-commerce transactions, B2B portal access, and internal application functions (e.g., inventory display issues, order processing errors).
- Client Onboarding & Training: Conduct technical onboarding sessions for new B2B clients and internal teams, ensuring they effectively utilize the platform's features, especially complex domain modules like the OMS and WMS.
- Ticket Management: Manage the support queue in our internal ServiceNow-like system, ensuring all support tickets adhere to defined SLAs and maintain comprehensive documentation of troubleshooting steps and resolutions.
- Escalation and Feedback: Act as the liaison between users and the engineering teams. Accurately document and escalate complex bugs/feature requests (e.g., performance issues, compliance gaps) and verify fixes before closing tickets.
- Customer Feedback Loop: Proactively gather customer feedback and usage insights to inform product roadmaps, documentation improvements, and service training materials.
Required Technologies & Tools
Candidates should be technically adept with experience in troubleshooting web applications and using support platforms:
- Application Troubleshooting: Proficiency in debugging web application issues (using browser developer tools) and understanding API communication flows.
- Support Systems: Experience managing complex ticketing systems (ServiceNow, Jira Service Desk, etc.).
- Platform Familiarity: Basic ability to interpret logs from the observability stack (Grafana/Loki) to aid in initial diagnosis.
- Domain Focus: Strong ability to quickly learn and articulate complex supply chain concepts (MES $\rightarrow$ WMS $\rightarrow$ OMS).
AI Agent Focus
You will interact with and help support the AI tools used for customer service.
- Agent QA: Provide feedback and troubleshooting for the AI customer support agents, identifying instances where the LLM-powered tools fail or provide inaccurate information.
- Knowledge Base Curation: Contribute to maintaining and structuring the knowledge base that feeds the AI agents, improving their accuracy and effectiveness.
Success Metrics & Career Path
Performance will be measured by:
- Resolution Time (MTTR): Achievement of defined SLAs for initial response and Mean Time To Resolution (MTTR).
- Customer Satisfaction (CSAT): High customer satisfaction scores based on ticket resolution quality.
- Escalation Quality: Quality and completeness of documentation for bugs and feature requests escalated to engineering.
Mentorship Structure: Reports to the Customer Success Manager or Engineering Lead, working closely with the development teams to understand and communicate technical resolutions.
